Nancy Carmin Fernandes
Columbus,IN
Summary
Professional synopsis:
Worked with Sungard Availability Services (Eight-times winner of the ’Business Continuity Service Provider of the Year Award’) as Lead Associate -Service Management Executive, now known as 11:11 systems. Prior worked for 2 of the top IT companies in India i.e. Wipro Technologies Ltd. (CMMI Level 5 Company) and Infosys. Overall 7+ years of experience in IT Infrastructure Management on multiple platforms and applications. Strong understanding of basic IT Service Module, IT Operation management, Client interaction in Remote Infrastructure Management and Data Centre Operations. Individual possessing excellent interpersonal, communication and organizational skills with proven abilities in Team management, IT Customer relationship management and planning. Technically sound with proven abilities in managing Incident reporting, Incident management and Change management. Experienced in communicating with clients across the globe via phone, email, ticketing tools and chat-based communication channels. Excellent listening and communication skills. Extensive & enriching experience in IT Service Delivery Management, Project Management, Service Desk Operations, Change Management, Incident Management, Relationship management and customer grievance / query handling. A thorough professional with a proactive attitude and multitasking skills. I took a career break to be a stay-at-home-mom as a new mom during COVID times and also had work restrictions due to visa status.
Achievements and Extracurricular activities :
- Received multiple recognitions in “job well done” and "star performer" category via internal recognition programs while working with Wipro, Infosys and Sungard Availability Services
- Played active role in the “Fun committee” team which in coordination with HR team helped in organizing and driving multiple fun events at workplace such as box cricket, Annual team party, festive celebrations for the Service Management team that helped us in creating a work-life balance environment and relieve employee stress
Overview
8
8
years of professional experience
1
1
Certification
Work History
Lead Associate - Service Management Executive
SUNGARD AVAILABILITY SERVICES
03.2015 - 08.2018
- SUNGARD AVAILABILITY SERVICES is now known as 11:11 Sytems
- Providing complete ownership of end-to-end client experience for Sungard Availability Services customer accounts
- This role involved Relationship Management, Project Management and overall responsibility to Drive Value and ensure Optimal Service Levels are attained for each Managed Services customer
- My portfolio included 55 Clients (Retail outlets , Grocery store outlets, car manufacturer, insurance, Pharma companies, clothing stores etc) having services such as Colocation, Managed Server services, Monitoring services, Managed network services, Recovery to cloud -Server replication(R2C-SR), Recovery to cloud - server replication management (R2C-SRM), R2C -Vaulting, Workgroup recovery, data backup services, Enterprise cloud services (ECS) , Amazon web Services – (Cloud ) and Disaster recovery services
- Service / Relationship Management: Owner of end-to-end customer experience and accountable for customer Satisfaction
- Ensuring organizational goals are meeting customer objectives and living up to terms of the contract and exceeding customer expectations
- Identifying incidents where contractual SLA(s) were missed and taking necessary action
- Ensuring that critical or crisis issues are addressed immediately and are resolved within guidelines provided by management
- Managing chronic issues and acting as the primary escalation point
- Owner and accountable to foster a robust relationship matrix both for operational and executive layers between clients and Sungard Availability Services
- Understanding the business objectives of customers at various stages of relationship and aligning SunGard’s services with those objectives
- Managing executive relationships both internally and externally
- Managing first level billing related issues and queries
- Ensuring that services were delivered in accordance with contract
- Working in collaboration with project manager to ensure smooth implementation of project deliverables
- Initiating decommission requests of terminated customer accounts and services
- Preparing of various reports on attrition and presenting it to management
- Identifying new business opportunities while interacting with clients
- Conducting Monthly or Quarterly Business Reviews with clients for their contracted services
- Built and deepened relationships with internal and external personnel to enhance client retention and growth plans.
Project Engineer (Data center services Analyst)
WIPRO TECHNOLOGIES LIMITED
06.2012 - 03.2015
- IT Infrastructure Services, handling tickets generated by monitoring tools such as spectrum and NETIQ
- Providing L1 Technical support for Wipro’s Data center through calls and emails
- Support different clients for windows, UNIX and network platforms
- Monitoring SLA of incidents and requests (windows, UNIX and network platform) and taking appropriate actions as per documented procedure
- Carrying out patching activity on windows servers to install Microsoft security updates through Altiris 6.5and 7.5 Console
- Experienced in working on Backup, Device Down and link down alerts on Windows, UNIX and Network servers
- Handling of Network issues by remotely logging into router and checking logs, opening tickets with TELCO vendors
- Ensuring tickets are created in timely manner and transferred to appropriate groups and resolution is provided to meet SLA
- Worked on internal tools like Remedy, Infopacc, Altiris, Spectrum, NETIQ App Manager, DNS Look up, Mainframe LPAR, i-admin, i-desk and I-Tracker, Active directory to reset user’s passwords
- Responsible for planning and managing the operational activities of IT helpdesk team to ensure that customer service is in line with customer requirements
- Ensure high quality service to both internal and external customers through effective maintenance of IT policies and procedures
- Coordinate with various resolver groups to resolve issue at the earliest
- Patched software and installed new versions to eliminate security problems and protect data.
- Involved in Incident management activities of handling Priority 1 issues, by contacting SDM, gathering information and notifying resolver teams, Initiating bridge calls, getting necessary resources on call and sending of hourly updates to customers for Priority1 incidents.
Process Executive, Technical Support Associate &QA
AT&T
07.2010 - 04.2012
- Auditing chats and providing feedback to associates, conducting team hurdles and meetings to provide process updates
- Internet, Wi-Fi and VoIP issue handling for services provided over fiber optic cables
- Handling sales and billing related queries
- Providing technical support for network related issues
- Handling general and technical queries via chat-based system TALISMA regarding services offered
- Answered telephone or online requests and completed interactions quickly to meet productivity goals.
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Defined and implemented quality initiatives to reduce risk.
- Developed and maintained quality assurance procedure documentation.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Promoted efficiency among departments with prompt resolution of system issues.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Recorded and maintained relevant notes for each client and work order.
- Monitored systems in operation and quickly troubleshot errors.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Reduced response time for Tier 1 support tickets
Education
Post Graduate - Business Analysis
Purdue University
Simplilearn (online)03.2021
Bachelors of Computer Applications (B.C.A) - Computers
Goa University
Goa03.2010
College - Science
Vidhya Prabodhinni Higher Secondary School
Goa03.2006
High School -
Holy Family High School
Goa03.2004
Skills
- Service Delivery and management
- Relationship management
- Project management
- Visual data analysis
- Business Analysis
- Incident Management
- Windows Patching
- User Experience
- Effective Communication
- Multitasking
- Agile Scrum Master
- Amazon web services
- Interpersonal skills
- Organizational skills
- Time Management
Certification
- CBAP - Certified Business Analysis Professional
- ITIL V3 Foundation
- Diploma in java programming from ACTS (CDAC)
- Diploma in Commercial Application (DCOM)
- Project Management Professional ( PMP ) Trained
- Agile Scrum Master
- Tableau
- Excel
- Javascript
- VB.net
- MySQL
- Java Server pages (JSP)
HOBBIES & INTERESTS
I love gardening in my leisure time and making Amigurumi crocheted toys and baby accessories. I also have a passion for baking and creating custom cakes and delicacies as I enjoy cooking.
I am currently holding work authorization ( EAD) to work in the United states
Languages
English
Native or Bilingual
konkani
Native or Bilingual
Hindi
Native or Bilingual
Marathi
Limited Working
Timeline
Lead Associate - Service Management Executive
SUNGARD AVAILABILITY SERVICES
03.2015 - 08.2018
Project Engineer (Data center services Analyst)
WIPRO TECHNOLOGIES LIMITED
06.2012 - 03.2015
Process Executive, Technical Support Associate &QA
AT&T
07.2010 - 04.2012
Post Graduate - Business Analysis
Purdue University
Bachelors of Computer Applications (B.C.A) - Computers
Goa University
College - Science
Vidhya Prabodhinni Higher Secondary School
High School -
Holy Family High School
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